In recent years, a plethora of innovations have changed how we perceive and interact with the world around us; we are forced to frequently update the methods we use in order to keep pace. That said, some things are more constant than others – a case in point being courier companies. There is always a palpable sense of tension when one sends a courier; will the recipient receive the package as intended, and on time? Despite the latest tracking techniques available, they seem to have a knack for messing up the delivery of your consignment, and will leave you frustrated – heated calls, long letters of complaints, unflattering reviews on online forums and other forms of venting aside, the experience will be something you are unlikely to forget in a hurry. Ironically, despite these companies’ best attempts to publicize their efficiency, delay is a common attribute they all seem to share. It is not uncommon for deliveries to take several days more than the required average time, and there have been many instances where the closest distribution center was just a stone throw’s distance from the destination yet the delivery took weeks to occur. If you are lucky (or unlucky depending on your perspective), you will be able to trace the path your shipment is taking, and watch helplessly as the delivery route deviates further away from your address. These matters are seldom in your control, and you need to be extremely determined and persevering if you want to try personal intervention.
I found this out the hard way recently. I had ordered an electronic device online and was very eager to lay my hands on it. Indeed, this overenthusiastic impatience proved to be my nemesis. The shipment arrived from the US faster than expected, and I started mentally salivating at the prospect of playing with the device over the weekend. However, I had no idea of the courier company’s (Aramex) track record, and so searched the web for reviews. They were hardly encouraging – most were negative with long delivery times the commonly cited issue. I panicked and planned to intercept the delivery as my workplace was close to Aramex’s main office. I called up the customer care and told them that I would collect the package in person. When I got there, I was informed that the package had just left to the southern branch, and that my request had been communicated a tad late. I felt gutted; it was like the feeling you get when you just miss the bus or train. I was assured that I needn’t worry, and that the package would be delivered later that day. Evening turned to night and after numerous calls that were dashed liberally with lies, hope gave way to despondency. The final straw was the status that mentioned I had refused the delivery! Not delivering on time was one thing, but lying blatantly was totally unacceptable. I tried another interception the next morning, this time at the southern branch. After observing the chap rummaging fruitlessly through the location a few times, I had an inkling that this mission too would probably end in failure and disappointment; but nothing could have prepared me for what I was about to hear next – the package had been sent back to the main office all the way across town! I felt that was incredibly incredulous, and gave the manager a massive piece of my mind. He tried to placate me and said there had been a misunderstanding (apparently because of the attempted intervention), and that he would ensure I received the package by the afternoon. I felt a moment of calm when it finally did arrive as promised. For me though, the matter wasn’t closed as I wanted to let the company know what they had made me go through. I lodged a written complaint and a couple of days later, was asked to provide details such as my address and contact number, which was surprising as they should have had this information with them already. Anyway, I responded with what was asked. Having not heard from them for sometime, I inquired about the status of my complaint. All I got was a similar reply, asking for the same details again! I figured they were just beating about the bush and wanted to frustrate me until I would drop the case. I wrote a scathing mail, lambasting the company and sought an escalation. All to no avail, as I could neither get through on phone or by mail. Unresponsiveness as an art form has been perfected by most companies these days, and you would need to jump through many hoops to obtain the desired response.
On the other hand, having no information can be equally traumatic. Some companies rarely update the tracking page on their websites, or do it so infrequently that the entire concept of tracking is rendered useless. I’ve noticed many a time when the status still showed ‘out for delivery’, days after the shipment had reached the receiver. These ‘missing’ consignments, where you have no idea about the whereabouts of your shipment, can be hard to trace, and even harder to follow up on. We had a tough time when the ill-named Professional couriers sent a letter to the wrong address in Delhi, and claimed that it had been delivered! In fact, they never admitted it and refused to own up. Umpteen calls were made to their Bangalore and Delhi offices, with only phone bill expenses to show for our efforts. It was only due to the helpful staff of the hotel where the recipient was staying, that the letter was located. They persistently called up the Delhi branch office and finally learned that the letter had been delivered to another hotel with a similar-sounding name. To add a twist to the tale, our recipient had to leave to the airport in a few hours, thus increasing the tension. Somehow, the hotel staff were able to retrieve the document in time; we couldn’t profess enough thanks for their help. Yet another complaint was shot off, and yet again it was the same indifference.
The world of courier agencies is a murky one and no single company has proven to be reliable over an extended period of time. This seems to be the situation not only here but all over the world, if people spewing their travails on online review forums are anything to go by. Basically, it boils down to this: every time you send a courier, it is akin to rolling dice and hoping fervently that the odds will be in your favor.